SARASOTA, FLORIDA -- All I called for was to request an invoice because I had lost the original and I needed to send one to my insurance company. What I got was 30 minutes on the phone with 3 transfers (4 total contacts) and the last one claimed she couldn't hear me and hung up.
I started providing negative feedback the second time they asked my permission to transfer me to the department that could help me. They took the time to type in my negative feedback before making that transfer and from that point on, I was sure I was being hot-potato'd after long holds between. Oh what fun they were having with me!
Before moving to Florida, I worked in Iowa with a local hospital-owned medical supply store. My new PCP in Florida recommended Apria for my CPAP supplies. After this experience, I will seek out something more local. There seem to be lots of choices here.
JOPLIN, MISSOURI -- It is now Dec 14, 2015, I first contacted Apria about getting a replacement cPap Machine around Oct 13, 2015. I was told they would contact my insurance for eligibility for a new cPap. I went back to the local office near the end of October to check on the status. I was told I need a prescription from my Dr. I went and got the prescription and hand delivered it to the office. I next went into the office around Nov 12th and was told they needed me to see my Dr and he needed to send in a letter requesting the cPap. I see my Dr and the paperwork gets sent to Apria.
Nov 24th I was told the prescription had to be dated on or after the Dr visit. Done. Today I call and am told the Dr did not word his letter exactly like they needed (btw they sent the Dr.'s office what they needed, and I was told after they got the letter that is was what they needed).
After 5 contacts with Apria, they don't even know if they will have me a cPap before the end of the year. I am glad my life does not require a new machine immediately. I sincerely hope they get other life-critical medical supplies out in a timely manner. I am checking with my insurance for another in-network supplier.
UPDATE just got off the phone with Apria, they are going to see what they can do to get this resolved. I wished him luck.
FORT MILL, SOUTH CAROLINA -- For going on 2 months, I have had TERRIBLE trouble trying to resolve the issues for my mom's CPAP machine. They have failed to give me adequate information that I'm needing and all they want to do is to refer me to their website. I HATE that her doctor sent her to this company because it's been a nightmare! DO NOT use this company for CPAP machine.
YORK, PENNSYLVANIA -- Apria sent me supplies, I did not order and charged my bank account the co-pay. The charge put my account in the negative. It took more 6 months to get a refund. The negative put a hardship on me. Also, I had to report Apria to Medicare to request the money which paid the 80% insurance partial.
MINSTER, OHIO -- After waiting for 2 weeks after my doctor faxed my prescription for my CPAP machine to Apria, I finally decided to call them to see what was the holdup. First, I waited on hold for over a half hour just to speak to a person. He told me that they would call me on Monday to set up a time with them to discuss insurance. I waited until the next Thursday and decided to call them back on my own. I once again waited for a half hour to speak to a person. This woman told me that she didn't understand why no one had gotten back with me and she elevated my order status. She said a manager would call me back the next day.
The next day, the manager called me and things seemed to be straightening out. She said there would be a total charge of 29.61 for all the equipment except the mask and that I would pay for the mask when I picked up the machine. She scheduled me to pick up the machine on the following Wednesday and took my banking information to charge the $29.61.
Wednesday I went to the office to pick up the machine and be instructed on how to use it. After the instruction the woman in the office showed me an invoice. The amount on the invoice was less than the $29.61 and she said the ONLY thing I would have to pay for was the mask. I asked her how much the mask would be. She said it would be less than $20. I signed the invoice as she noted the card was already on file so I didn't need to provide it or get a receipt. 2 days later, as I was checking my bank account, there was a charge for $118.98!!! I called back to Apria.
After I talked on the phone for close to an hour, the woman supervisor named **, told me that she was sorry for the mix-up but I had to pay more because they didn't tell me right. Tell me exactly how 2 people told me that I only owed $29 and I got charged $118.98?!?! Something seems very fishy and illegal about this company. I will be talking to my lawyer.
CHICAGO, TEXAS -- I called Apria to find out the buy-out amount for my CPAP machine. I was informed that only 3 payments remained on my term and that it would be best to just make the remaining three payments and then billing would stop and I would own my machine. I agreed.
Meanwhile, I received a letter regarding patient financial assistance. I called and said "I did not think I needed to complete the form as I only had 3 payments remaining." I was informed that by filling out the form, should it be approved I would receive lower "patient assistance" pricing on any supply orders I would make in the future. My assistance was approved and my monthly billing decreased for what was to be the final month.
When I received an invoice for an additional month, I called the billing department and was informed that since I had requested financial assistance and received it, that my monthly billing would continue indefinitely and that I would not ever own the machine. I told them that this was unacceptable and that they had contacted me about financial assistance. They told me it was too late and that I would continue to be billed. I told them I would pay the full final month and take ownership. They told me that was impossible. I asked to talk to a supervisor and was refused. Finally they gave me an address for customer care and that I could write to them. I did.
2-3 months later I received a call from a very rude customer service agent, who verified my initial conversation about the buy-out. I again offered to pay it off and again was told that someone had made an error, that it was a training issue within Apria and that I was stuck with ongoing monthly bills. I asked to talk to someone in charge and was told that I would be on hold for a while. I asked if someone could call me back, she agreed and 9 months later I still have not received that call.
I wrote another letter, included a check for the buy-out amount and stated that they should either accept the check as a final payment and buy-out or not cash the check. They cashed the check and have continued billing. I have not paid them a dime and now am getting letters that I am being turned over to a collection agency. This was clearly a bait and switch fraud by this company. THEY ARE CRIMINAL IN THEIR CONDUCT - DO NOT USE.
ENDWELL, NEW YORK -- When my mother was alive, she had Apria in Florida and had a terrible experience. I didn't think it could get any worse until today. My family has done business with Apria's Endwell, NY branch for many years. You can no longer call the branch directly. The local number is forwarded to a call center in another state. I waited on hold 3 times for over 45 minutes each time!! When I finally got through, they had my insurance information wrong. I waited on the phone for half an hour while they straightened that out then placed my order and gave the representative my credit card info.
I waited 2 weeks and when I did not get the equipment we ordered, I called again. I had to try several times as I was always stuck on hold for at least half an hour and would sometimes have to hang up. When I finally got through, they said they needed my credit card information again. I had to call back with my credit card info and when I finally got through, I was told that the order had been canceled and couldn't be "back-dated"?? I would have to wait at least 2 more weeks to get my things.
I worked my way up through supervisors and spoke with someone who promised to get back to me immediately. That didn't happen. I spent the day trying to get through again -- finally got someone who would not listen to me. I asked to be transferred to the Endwell branch as I thought I would get better service with them. But the woman in Endwell kept talking over me, too. I hate that. I would start to speak and she would speak over me. I asked her if it was worth losing 3 customers? And she said she couldn't care less. So there you have it. There are other companies out there. I switched in less than an hour.
FAIRFIELD, CALIFORNIA -- I was just contacted (and recorded) by this business. I was referred to Apria by Sutter Health (in Fairfield). The associate I spoke with was filling an order for a CPAP machine. During the discussion she told me that for Aetna (my insurance provider) Apria has a policy of billing for 11 months after which I will own the unit. I have already met >90% of my personal deductible for the year, so this just pushes more cost onto me as a customer when the rental charges flow into next year.
I declined their kind offer and asked that Sutter Health refer me to another provider. Having reviewed this company online it is hard to imagine why Sutter Health refers patients to Apria, or why Apria can survive based on its merits. The other reviews are terrible.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.
SACRAMENTO, CALIFORNIA -- It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements.
Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don't they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don't wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.